Audience Services Specialist
POSITION SUMMARY
Audience Services is the front line for communication between the listeners/viewers and staff of Wisconsin Public Radio and PBS Wisconsin. This position answers questions about programming, membership, reception & technical issues over the phone and via email. Customer service and multi-tasking skills are vital. Additionally, this position may require periodic project work that will require completion with little or no supervision. This position reports to the Audience Services Manager
DEGREE AND AREA OF SPECIALIZATION
No Degree Required.
MINIMUM YEARS AND TYPE OF RELEVANT WORK EXPERIENCE
-Minimum of 2 years experience in customer service, membership, telemarketing, fundraising (or other related field) which includes using databases and working directly with donors or customers.
-Excellent communication (verbal and written) and organizational skills and a desire to learn new skills
-Comfort and experience working with diverse and multicultural communities
NOT REQUIRED BUT DESIRABLE QUALIFICATIONS
-Experience working collaboratively with a team to meet goals
-Enthusiasm for the mission of WPR and PBS Wisconsin
-Ability to complete projects with little to no supervision
-Maintain a friendly and outgoing attitude to create a welcoming atmosphere for guests and staff on the telephone and in person
-Hear and process audience and staff communication over the telephone and in person
-Maintain focus in the face of multiple distractions
-Ability to work in a shared workspace
-Operate a computer while seated for extended periods to correspond with audience members, log calls in real-time, research answers, conduct file maintenance on databases and perform other general duties.
-Operate a web-based call distribution software
SPECIFIC DUTIES AND RESPONSIBILITIES
Audience Services and Reception
1. Receives and directs all visitors and guests
2. Using organizational business rules and customer service standards, independently supports audience/member issues and requests, both verbal and written, using multiple databases or other resources. Incorporates fundraising into communication with listeners and viewers when possible. Recognizes, documents, and alerts the supervisor of trends in viewer and listener calls.
3. Use strong written and verbal communication skills when handling a member interaction to provide a high standard of service
4. Provides support to PBS Wisconsin and WPR staff. Screens and transfers incoming phone calls to appropriate staff. Assists with general inquiries
5. Performs opening and closing duties for reception, conference rooms, and Audience Services area as needed and maintains professional appearance of reception area and conference rooms
6. May be required to function as back-up to the receptionist for duties involving facilities, employee contact information database, key inventory, and mailbox assignment
7. Operate a web-based call distribution software
General Duties
1. Performs clerical duties such as filing, copying, preparing mailings and data entry as needed
2. Manage and complete projects as assigned
3. Ensures general security and reports any suspicious behavior with appropriate urgency
4. Recognizes and recommends opportunities for process improvements and ways to provide service to audience members and colleagues
5. Demonstrates commitment and respect to supporting diversity and inclusion in the workplace
6. Performs other duties as apparent or assigned
7. Maintain a friendly and outgoing attitude to create a welcoming atmosphere for guests and staff on the telephone and in person
ADDITIONAL INFORMATION
This position would be required to work 24 hrs/week. The hours are to be broken into three to five shifts, Monday-Friday.
1-2 evening or weekend shifts may be scheduled during membership pledge drives 2 to 3 times per calendar year.
This position is expected to start remotely with the expectation of moving back on site at some point.
Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without need of employer sponsorship) on or before the effective date of appointment
INSTRUCTIONS TO APPLICANTS
Please submit a resume and a cover letter detailing how your experience and skills relate to the required qualifications listed for this specific position.
Apply online at https://jobs.hr.wisc.edu. The job number is 231165.
Questions? Contact: Kate O'Connor, Wisconsin Public Radio, 821 University Avenue, Madison, WI, 53706; 608-262-5221; kate.oconnor@wisc.edu